Learn in this episode:Why the term deflection rate is actually harmful to long-term brand health.How to replace biased, low-response surveys with AI-driven sentiment analysis.The shift from reactive support to proa...

Learn in this episode:Why AI is a tool for agility rather than just a replacement for headcount.How to transition junior associates into AI maintenance and optimization roles.The reality of implementing AI and the ...

Learn in this episode:- The math of margin: How to keep your support team at 15 people while your sales volume doubles.- The Dog Food shampoo story: A real-world example of why AI still fails at complex human nuance.- How to transit...

Learn in this episode:- Why AI is often a "hindrance" rather than a "help" in customer workflows.- How to build and train internal AI agents (like Software’s Coralline) on brand voice.- The specific tasks AI is great at (summarizati...

Learn in this episode:- How to debug root causes of CX problems like the $50 million one Zack found- How to start speaking the language of the C-suite.- The reason NPS is an advocacy metric and why you need a revenue metric instead....

Listen to learn:- Why it took three years to break down data silos for support at Cisco Systems and how to avoid that mistake.- The transition of AI from its teenage years to a college-educated, mature business function.- How to mov...

Learn in this episode:- The myth of AI as a magic wand for support operations.- How to separate agent performance from customer frustration with company policy.- Why most companies hire for service but actually need retention specia...

Learn in this episode:- The 3 Rs and 4 Es framework for modern customer experience.- Why why we should use  the word "human" instead of "customer"- How to transition from content to art in your support and marketing interaction...

Explore the rapid evolution of the customer support career path at all levels and the future of these roles in the context of AI adoption.--Jen Weaver has 10+ years of experience in SaaS Customer Support and Success. She was the sec...

Is your support team drowning in tools?In this episode of The CX Files, we sit down with Chris Love, Director of Business Operations at Run Pod. With a background spanning VMware to Frontier Airlines, Chris is an expert at scaling suppo...

Is your AI strategy failing because your Knowledge Management strategy doesn't exist?In this episode, you will learn:- The operational differences between Apple's siloed culture and Google's open information architecture.

Learn in this episode:- Real-world tactics to take a product line from $6M to $150M using customer feedback.- The Tip of the Spear concept and why frontline support has the most valuable market intel.- How to confidently bring b...

Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results.- How to turn a "Me + 3" headcount constraint into your biggest competitive advantage.- Why turning phone...

Your Knowledge Base is probably bloated. In this episode, we're fixing it.Learn in this video:- The "outta my cold dead hands" mentality that's killing your KB.- How an airline's 7-year-old volcano article explains all your CX p...

How do you NOT prove the ROI of your customer support team? By not speaking the language of the finance department (management's best friend).Recently I talked with Stacy Justino, Product Support Manager at Petdesk and she explained exac...

Hear the story of Erin Lindheim, and her 30 years of expertise in tech and Customer Success. Whether you're a CX leader or just passionate about customer-centric growth, this episode is packed with actionable insights you won't want to miss.

Lou shares how he navigated challenges like high-volume tickets and system outages as a new member of a veteran team. Learn what he learned and how these experiences helped him level up in his career to being in leadership today.Discove...

Nic Snyder, Director of Customer Support Engineering at Navient, unpacks his journey from sales to support and reveals key insights on transforming customer support into a profit driver.- Learn how Nic's sales background provides a uniq...

We chat with Nick Jimenez, Head of Support at Postal, who has a unique approach to customer experience that turns support into a revenue powerhouse. Nick shares his journey from Starbucks barista to a leader in CX, high...

Hear the journey of Conor Pendergrast, a seasoned expert in customer support who has redefined what it means to engage with customers. From his early days advocating for marriage equality to becoming a leader in customer experience, Conor share...

Cory Limberg shares his journey from the front lines of customer support to leading transformative CX strategies as a senior executive. Discover how Cory implemented four foundational principles—trust, transparency, proactivity, and delight—to ...

Sit down with Colin Flanigan to explore where the real power of AI lies in customer support and how to integrate tools into your existing workflow. This was a really fun and casual chat, and we covered great actionable advice too.This e...

In this episode, Chris reveals creative ways to boost customer advocacy and its importance for your team. You also learn:- How to shift the perception of support from a cost center to a revenue driver.- Best practices for implementing A...

In this episode, we explore the intersection of AI and human touch in customer experience. Learn how AI chat and agent assistance have revolutionized customer support at ClassPass, reducing costs and boosting satisfaction. Discover the strategi...

Delve into customer support ops with Shaun Struckmann. Shaun, with his extensive background at Salesforce and Gong, reveals the challenges and triumphs of managing support in large-scale organizations. Discover how small changes can lead...